Communication
Is Popeye a Good Leadership Role Model?
Today we can identify the science behind what we used to call vibes. We now know why Steve gives off a good vibe and Julie has ...
Read Moreresponsibilities as a leader
Leadership
Are you Broadcasting, Lurking or Engaging?
I have been moderately active in social media for a few years now. And I can sort people into Broadcasters, Lurkers and Engagers. Broadcasters just push ...
Read MoreLeadership
Job One of the Leader: Developing Your Business
As I work with clients I have observed that many of them are very adept at “managing” the business. That is working on tasks, tracking budgets ...
Read MoreBusiness Culture
The Leaders Top Job
I recently read an interview with Richard Bracken CEO of HCA one of the world’s largest healthcare organizations. I was struck by his perception of his ...
Read MoreBusiness Culture / Customer Service / Leadership
Headcount or Employee Loyalty what has more value
I was having a conversation with a colleague the other day. He was telling me about how they had switched suppliers of outsourced customer service. And then he shared the frustration.
With his old supplier, when he received a customer complaint they would play a recording of the call. In some cases the call would be fine. In others my friend would suggest that the rep get some re-training. When completed they supplier would call to say the rep is coming back ...
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